Kfintech Hiring - Quality Analyst (Contact Centre)

We are currently Hiring and expanding our Contact Centre team for Hyderabad location.

Open Position: 6 Nos.

Senior Associate Quality Assurance - 3 No

Quality Assurance Executive - 3 Nos

Job Location - JBS (Secundrabad)

Qualification - Degree (60% and above)

CTC - 2.5 LPA - 5 LPA

Preferred Industry: Capital Market Experienced, Fintech, NBFC, Banking, Equity, Bonds, Dividends, Investor relation, Investment banking, etc..

Responsibilities

The call center quality assurance is responsible for the following:

Technical/Analyst Responsibilities

• Analyze call center data to generate valuable insights to predict customer trends.
• Track key quality assurance metrics for improvement strategies.
• Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.
• Make recommendations on process and policy improvements from reports.
• Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations.
• Develop and improve knowledge of products and knowledge of call center performance and functional requirements.

Customer Service/Satisfaction Responsibilities

• Review agents conversations across all contact touchpoints to measure teams performance and track customer support quality.
• Contribute to call calibration sessions to evaluate agent performance.
• Identify lapses in agents performance and provide constructive feedback for improvement.
• Engage in customer listening to identify customer pain points and expectations.
• Drive the implementation of improved customer engagement strategies to increase agents efficiency.
• Serve as an intermediary for escalations from agents and customers.
• Ensures communication is effectively delivered and appropriately addresses all customer concerns.

Operational/Business Process Responsibilities

• Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
• Identify process improvement opportunities to update SOPs.
• Implement and ensure compliance with the companys policies on customer service quality.
• Report support teams performance to supervisors and maintain monthly performance logs.
• Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.
• Provide recommendations to HR on the employment of call center agents.
• Support recruiting and onboarding processes as appropriate.

Technical Requirements

• Have hands-on experience working in call center quality assurance or related roles.
• Have an educational background or recognized certifications in communications, quality management, or related fields.
• Be Familiar with call center QA softwares
• Be tech-savvy and competent in Microsoft Office Suite or Google Workspace.
• Knowledge and experience tracking key customer service QA metrics.
• Have report writing, data visualization, and presentation skills.

Non-Technical Requirements

• Proven history of analytical and problem-solving skills from previous roles.
• Ability to initiate and complete projects without supervision.
• Ability to communicate with discretion, professionalism, and confidentiality when needed.
• Ability to positively contribute to organizational culture.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced (dynamic) environment.

Interested Candidates can share your resume with below details

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Share your below details to schedule your further interview

1. Total Experience:

2. Relevant Experience

3. Qualification

4. Current Location:

5. Job location (Secundrabad):

6. Notice Period (If currently working):

7. Current CTC:

8. Attached Resume:

Muniyandi Lakshmanan

Team HR

[email removed]